Order #730530 - Runcam Phoenix 2 Special Edition V2 Fpv Camera (Rc-Phoenix2-Se) - RunCam Phoenix 2 SE freezing mid flight

Help Unmanned Tech
1

Order Number: 730530
Product Name: Runcam Phoenix 2 Special Edition V2 Fpv Camera (Rc-Phoenix2-Se)
Brand: RunCam
FPV video feed froze on the last good frame.
Camera was uncrashed and has been wired correctly. I don’t have DVR yet but will try to get some soon. Honestly can’t remember if the OSD was frozen as well or not, will double check with some bench tests.

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2

Have tried to replicate the issue on the bench with no luck. Left on for 10 minutes so assume it isn’t an overheating problem?

3

Hi Liam good morning,

Thanks for letting us know about the frozen video feed. Let’s get this sorted out for you.

4

I still haven’t been able to replicate this on the bench so am wondering if it’s a loose connection inside the camera itself. I’ve bought another, different camera so am looking for a refund at this point.

5

Hi Liam good day,

I do apologies for the slow response here.

This is a bit of a tricky one, usually I would take some sort of evidence, either photos or video,and ask the manufacturer to have a look through it and give their opinion.

I can’t really go to RunCam yet as we don’t have anything to show them.

When this happened was it in the air or on the bench?

Have you been able to install and test the new camera you bought? I want to try confirm that it is the camera and not possibly FC, VTx or possibly wiring between one of these components.

Intermittent issues like this are a real pain. In my experience they are usually caused by wiring or connectors.

Regards,
David

Unmanned Tech Support

6

Dear David,

I have flown 10+ packs with the same FC & VTX and different camera (an old RunCam Eagle 3) and the problem never arose there.
I haven’t tried the new camera yet but it’s expected to arrive tomorrow.
I’ll likely fly with it in the evening and let you know if the problem comes back (but, if I’m honest, I highly doubt it).

The reason I think it’s a camera issue is that should be the only place in which video is buffered and hence the only place that could continuously display a buffered frame.

Kind regards,

Liam McNinch

7

Hi Liam good day,

Thank you for the confirmation, I have sent through your descriptions of the issue including the first email photos of the wiring.

I have asked Runcam to take a look and advise us further, as soon as I hear back from one of their engineers I will update you.

I do apologise for the delay, we will try to get to a resolution for you as quick as we can.

Regards,
David

Unmanned Tech Support

8

Hi David,

Thanks for forwarding everything through for me.
I’ve now flown with the new camera and again had no issues so I think that solidifies proof that the Phoenix 2 that I bought from you has some sort of issue.

Thanks for all your help,

Liam McNinch

9

Hi good day,

Thanks for reaching out to us!

Runcam have requested the unit back for inspection, please can you send the unit back to us, including original packaging, manuals, any paperwork and documentation, and any other ancillaries and spares which were included in the kit.

An RMA (Return Merchandise Authorization) has been created for your order.

You should receive an email shortly at the address associated with your order. This email will contain:

  1. Your RMA number

  2. A link to our RMA form

  3. Instructions for completing the return process

Please check your inbox (and spam folder) for this email. If you don’t receive it within the next hour, please let us know here.

Remember to complete the RMA form and initiate your return within 30 days. If you have any questions, feel free to ask them in this thread.

Hope this helps.
If there is anything else I can help with please do let me know?

Regards,
David

Unmanned Tech Support

10

Hi good day,

Your return request (RMA) for your order has been approved. Your RMA number is #142888

As previously mentioned, Runcam have requested the unit be sent back for inspection, please can you send the unit back to us, including original packaging, manuals, any paperwork and documentation, and any other ancillaries and spares which were included in the kit.

To proceed with your return:

  1. Complete the RMA form linked here

  2. Follow the instructions provided in the form to return your item(s).

Please note: All returns must be arrive with us within 30 days of approval.

If you have any questions, please reply to your dronetrest thread, or this email, quoting your order number and RMA details.

Thank you for your cooperation.

Hope this helps.
If there is anything else I can help with please do let me know.

Regards,

David

Unmanned Tech Support